How to respond to positive feedback

Responding to positive feedback is a great opportunity to build a connection to your brand and make people feel good about being a part of it.

Many businesses skip this or overlook it, but you can build a lot of goodwill with your brand fans by responding.

Follow these tips to write an inviting reply to a positive review.

Be welcoming and grateful

If not anonymous, greet and thank the customer by name. Be enthusiastic and use a conversational tone that aligns with your brand.

Show genuine interest

To show you’re engaged in the conversation, comment on a detail from the feedback if there is any. This is an easy way to add variety to your review replies and show your customer you’re interested in what they have to say.

Be of service to add value

Based on the comment, provide information the customer may be interested in.

Let them know about a new process you are working on, or give an insight on an important update or value about your business such as new staff or involvement in charities.

Being of service adds value on top of a positive customer experience.